Customer Support Team Lead
7 days ago
Career Opportunity
We are seeking a highly skilled Technical Support Manager to lead our customer support team. Qualified candidates must have a strong background in technical support with a proven track record of building and managing high-performing teams.
Responsibilities:
- Lead a team of Technical Support Engineers to resolve customer issues.
- Coach and provide actionable feedback to promote career development.
- Ensure individual and team goals are met.
- Assist with navigating resolutions to challenging incidents and customer escalations.
- Participate in the hiring and onboarding process.
- Serve as a thought leader, customer advocate, and partner to the team and customers.
- Cultivate a culture of engagement, ongoing learning, and high performance.
Required Qualifications:
- 2+ years of experience leading customer support teams in the tech or SaaS space.
- 5+ years of customer support leadership or technical support leadership.
- Experience hiring and training new employees with a successful track record of hitting and maintaining ambitious metrics.
Soft Skills:
- Strong leadership, problem-solving, and decision-making skills.
- Independent thinker with the ability to perform under pressure.
- Strong verbal, presentation, and written communication skills for both technical and non-technical audiences.
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